Saturday, June 11, 2011

E-Pass Tag: Blessing or a Curse?

Last February 2011, Wife bought an E-Pass tag for me, since she knows that I'm quite impatient in dealing with long lines on the toll gates. Despite my reluctance to use the e-pass tag due to horror stories I read from other users, I used it after it was activated by Skyway Corporation.

Its really more convenient to use the e-pass tag, as it was now a breeze to pass the SLEX toll gates. However, when I reviewed my e-pass tag statements for February and March this year, that is when the months of disappointments and helplessness began.

I live in Binan, Laguna using the Carmona/Binan Exit whenever we enter SLEX. Out of 11 supposedly Carmona entry points, I was surprised to see 7 cases of Calamba as my entry point, 5 on February and 2 on March statements. At Php 46 overcharge for every case, I asked the Skyway Corporation to credit back to me the total amount of Php 322 last 04 April 2011 through an email. 

I also told them to fix their e-pass sensor in Carmona, for me and for other motorists as well. The following day, Ms. Ronette Rojas of Skyway Corp. replied that they will credit back any adjustment to my account. I responded with my thanks and a follow up question if they have tested or fixed the e-pass tag sensor in Carmona Exit, but I have not gotten any reply.


A month after, I received my e-pass statement for month of April 2011. Again, the same overcharging of Calamba as entry point showed up on 4 out of 11 cases of my entry in Carmona Exit. It also showed that they have only reversed 4 out of supposedly 7 overcharges on my February and March statements. 

So I sent another email to Ms. Rojas last 06 May 2011, complaining for the 3 unrectified overcharges, and 4 new overcharges. I copied 3 journalists (Vic Reyes, Backseat Driver & Motoring Today of Philstar), Mr. de Jesus of DOTC, Mr. Imperial and Mr. Corpuz of TRB on my email, but most of them bounced back. Below is the original transcript of my "violent" reaction to Skyway Corps' insensitivity.

"If you will check my address, my residence is only 5 minutes away from Carmona Exit. I also don't have any exit records to Calamba. You have cameras installed in your toll gates, so you could verify my vehicle as it entered the Carmona entry points on the date and time records.

Perhaps its not only me who complained about this, as I also know a neighbor who has similar complaint and she never use her epass tag nowadays. Skyway Corp. could use our money rightaway whenever we load epass tag credits, and yet most of us gets unknowingly cheated by charging us the farthest entry point? Is this what we, as loyal customers deserve?

It is disgusting to learn that your epass tag system shows errors inspite of having been used for more than 10 years now. And your company's blind eye on this "error" is highly questionable as it works in Skyway Corporation's favor. This is literally highway robbery, electronic style.

On my 2 previous emails below, I asked you to check your epass machine in Carmona toll gate, but your management seem to have ignored it. Why? Is it because the machine's error works in your company's favor, as innocent epass tag users gets overcharged? What if the same epass machine "defect" also occur in your other toll gates? How many millions of pesos have had your company illegally collected from us epass tag users?  What happened now to business ethics?

Let me state the following requests from a "hostage" epass user like me:

1. Rectify my charges, as well as the overcharges to other epass tag users who used the Carmona entry point. Same with your other customers on other toll gates that exhibited the same overcharges. Please do this initiative even if your customers did not asked for it, as part of your management team's conscience and corporate social responsibility.

2. Fix the software or hardware of the malfunctioning epass machines. Perform regular tests and maintenance, to protect your customers' interests, not only your interests.

3. If you cannot perform the number 2 request, at least have the courtesy to inform your customers, and shut off the malfunctioning epass machine. Offer to retrieve the epass tags of dissatisfied customers, with full refund of their tags' purchase price."

Only when I sent a follow up email last 12 May 2011 did I received a reply from Ms. Rojas last 13 May 2011. Still the same verbatim about reversal of charges, BUT NOT A SINGLE REACTION to my request or complaint about the defect of their e-pass tag system. From then on, I avoided using my e-pass tag when entering SLEX through Carmona Exit. We literally hide it below the seats on the second row of my Mitsu Adventure, to avoid detection and feared overcharging by their e-pass machine readers. The only exception was on the morning of 23 May 2011, as I'm in a hurry to get to the office.

Middle of this week, I received my e-pass statement for May 2011. I was terribly disappointed again to see that my 23 May 2011 entry via Carmona Exit showed erroneous Calamba Exit as entry point. At this time since the last week of April, each overcharged case means Php 50 wrongfully debited from my e-pass account. So I sent another complaint email to Ms. Rojas last 08 June 2011, and she replied the following day that the disputed charges were credited back to my e-pass account last 03 June 2011. When I checked it last Thursday, they were all credited back, except the sole remaining 23 May 2011 overcharge.


To those E-Pass tag users who have read this post and similar stories, I suggest that you scrutinize your e-pass tag monthly statements of account. To those who are planning to buy a new e-pass tag for Php 2,500/pc, think twice about it if you are willing to undergo my experience.

I hope that more conscientious people in Skyway Corporation, TRB, and DOTC act on my unfortunate experience after reading this blog post.
  
Update as of 14 Dec. 2012:

Skyway's E-Pass service still sucks! I loaded P500 each last Oct. 30 & Nov. 29 thru BPI online payment, but they were not credited to my account when I checked my last 2 statements. This morning, I got "invalid tag" display when I entered SLEX, learning from their staff that I have negative balance. But when I checked my epass balance online a few minutes ago, I still have Php 457 positive balance. 

Until now, they cannot get it right, and the problem still work on their advantage. Nakakainis na sila!

23 comments:

  1. nice article bro! i have experienced the same curse.hehe btw, how do you get your e-pass monthly statements? thanks

    ReplyDelete
  2. Register on their website http://www.epass.com.ph with your name, epass account number, and email address. Then, they will send your monthly epass statement of account after each month. You could also check and reload your epass tag balance on the website.

    ReplyDelete
  3. I have the same experience bro... i have computed the overcharges to my account from Jan ~ March and it cost around 2k+... i leave also in Carmona. For April to May i asked them to send me again the corrected statement of account because it stated that the charges was dated December...

    ReplyDelete
  4. i always load Php500 immediately after i get a "low balance" light at the exit. (the low balance now is below 500). the next time i passed the exit, it's still "low balance". what the... i want now to check my actual balance and their freakin' website isn't even working!

    ReplyDelete
  5. Same here. I also can't monitor my E-Pass balance in real time, unlike before. Either their website is not working, or an error message appears when I click "Check Epass Balance" button.

    ReplyDelete
  6. I don't think it is the epass system alone that is sick in SLEX, it is the management and the concerned staff that make it worst. Look at the following:
    1. Recently, all 3 epass load outlet machines at Shell stations(Northbound, Southbound and Tulo, Calamba) were not functioning and they remained out of order for days, seemingly ignored by SLEX.
    2. Whenever I inform SLEX staff at the toll gate, they replied "Get it from Bicutan" probably at the instruction of SLEX management. To do so, you have to exit Bicutan toll gate then wait at the customers queue. As reiterated so many times by epass users, the purpose of epass is grossly defeated.
    3. Faulty charging due erroneous toll gate entry/exit recording had been a complaint of so many too, including no less than Senator Recto. What about those who have no email and don't receive their epass account report? You need not wonder why the error always make use of the farthest tollgate and why SLEX manage does not attend to this. This gives an easy money to SLEX.
    Yes, they correct the charging and make refund if you email your complaints. I think, the proper action there is to totally cancel the charge because it is the fault of SLEX. I don't know which office in our government should attend to this.
    4. The tollgates were extended with additional booths. However, the clients still suffer waiting in a long queue. Usually there are booths that are closed even during peak seasons. There should have been easy exit at night time as there should be less vehicles. But no, many exit booths are closed at night even when there are so many vehicles.
    5. I think the main problem is that the clients have no other choice. This is the problem with monopoly which is a great favor to SLEX. They can do whatever they want and there seems no government arm willing to take charge.

    ReplyDelete
  7. Simple theft!

    ReplyDelete
  8. Has the problem with the e-pass system been resolved? I am planning to get an e-pass and thinking twice. I s it worth it? TIA

    ReplyDelete
  9. Hi, Anina. The problem on E-Pass overcharging has been resolved early this year. They are now charging the correct amount of usage.

    On the last few weeks, the only problem is late charging, which work for the motorists' advantage, if you fail to top-up or reload your E-Pass. Still, make sure to have enough credits that you can use after their system updates their records.

    I can say now that the use of E-Pass is a blessing, especially during rush hours, or when there's a long queue on your exit area. I'm just hoping that they return the online E-Pass viewing feature on the web.

    ReplyDelete
  10. Thanks for the update on the overcharging issue. My family has been too wary of getting an epass after all these years because of issues like these. I think we'll give it a go.

    ReplyDelete
  11. Update as of 14 Dec. 2012:

    Skyway's E-Pass service still sucks! I loaded P500 each last Oct. 30 & Nov. 29 thru BPI online payment, but they were not credited to my account when I checked my last 2 statements. I sent both BPI and EPass emails to resolve it, but only BPI had responded to investigate on their end.

    This morning, I got "invalid tag" display when I entered SLEX, learning from their staff that I have negative balance. So I paid in cash. But when I checked my epass balance online a few minutes ago, I still have Php 457 positive balance. WTF????

    Until now, they cannot get it right, and the problem still work on their advantage. Nakakainis na sila!

    ReplyDelete
    Replies
    1. Update again pls on these issues of overcharging and loading. Tnx

      Delete

  12. My e-pass loads thru online banking are credited now on my account. I just avoid adding loads on the last few days of the month, where I noticed the recent problems arose.

    ReplyDelete
  13. hi there! i'm thinking if the problems still persist in the use of e-pass, particularly on the charging? i want to avail of e-pass and like you, I also exit on Carmona/Binan..thanks for any update that you could provide..

    ReplyDelete
    Replies

    1. Hi, Irish. The E-Pass charging seem fine now. I just have had problems on the crediting of epass loads thru online banking, which happened on last few days of the month.

      Delete
    2. okay..i'm kinda pissed off when i go home from manila on a Friday night..Carmona/Binan toll exit line is very long even it is already 11pm! that is why I am considering the e-pass. thank you very much. why don't you consider loading on electronic kiosks? i heard the crediting is in real time..

      Delete
  14. Hi Noel, I am an epass user paying through BPI online as well. I do not know why but epass is no longer listed among my PAYEEs and was forced to use their LOAD VALUE CARD system. Now I am complaining because the P1000 value card I bought IS ALREADY USED according to their website. I have sent them two emails already. You mentioned Ms. Ronette Rojas above. Would you have other names that I may complain to? Are you still able to pay through BPI?

    ReplyDelete
    Replies
    1. Hi! When I inquired at one of the E-Pass stations, they mentioned that they discontinued the BPI online payment option. So I just applied for auto charge on my credit card, which so far has no case of overcharging as of my last bill statement.

      Delete
  15. Thanks for the advice, Noel! Btw, they asked I scan the value card and send them an email. I have sent 4 emails with no replies yet.

    ReplyDelete
  16. Kinda worry on auto charging thru credit card, hopefully no hassle in terms of credit on your tag and no double charging in your credit card.

    ReplyDelete
  17. hi sir, are you still using epass now?
    is it advisable to get epass these days?will be travelling thru carmona/binan exit thanks

    ReplyDelete
  18. I'm still using E-Pass now and it has been accurate, no problem so far.

    ReplyDelete
  19. we would like to check why we have a negative balance when our manual record shows that we still have some balance to our account. how do we get a statement as far back as 3 months to current so we can trace where error might have arisen? Thanks.

    ReplyDelete